What are the responsibilities and job description for the FT Member Service Representative position at Mountain America Credit Union?

Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email macurecruiting@macu.com and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

At Mountain America, we create exceptional service experiences with every member, every time. We provide life changing value by genuinely caring about each member, expertly applying our sales philosophy (AAA) and helping our members define and achieve their financial dreams. Our work results in members who champion Mountain America.

Job Description

To be effective, an individual must be able to perform each job duty successfully.

Member Focus

Provides exceptional member service to credit union membership by assessing member needs, advising to meet their needs, and assisting in those transactions, which could include opening new accounts, servicing existing accounts, and explaining our products and services that best suit our member's needs and accomplish the credit union objectives.
Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology and cross-sells products and services as needs arise through a consultation approach
Consistent focus on increasing member satisfaction and account retention
Expected to meet sales and service goals
Uses lead lists to make outbound efforts to call existing membership to provide additional consultation on MACU products and services
Resolves problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.
Follows up with member interactions with thank you notes and phone calls using the MACU New Member Onboarding approach

Branch Operations

Maintains cash drawer

Initiates wire transfers, cashiers checks, and cash advances

Creates VISA cards

Opens and processes IRA transactions, certificates of deposit, and redeem savings bonds

Uses judgement to place appropriate check holds and issue fee reversals

Assist fraud victims by processing fraud disputes

Accurately and efficiently processes transactions in accordance with established policies and procedures

Assists in the opening and closing procedures of the branch

Responsible for Branch Security which includes vault combinations, security codes, and member information.

Other Responsibilities

Represents the credit union in a professional manner, both in dress and in actions

Keeps work area neat and clean

Responds to email / voicemail / missed calls / other communication in a timely manner

Actively participates and completes product knowledge courses

Travel may be required

Complies with all regulations as required by law

Performs other duties as assigned

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and / or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

At least six months of customer service experience.

Industry experience preferred.

Education

High school diploma or equivalent

Licenses, Certificates, Registrations, Trainings

A valid driver's license is required

To be completed during the first 90 days :

MSR onboarding through the following :

Branch Foundations

Teller Branch Checklist

Products & Services

Teller Follow-up Training

Computer / Office Equipment Skills

Proficient computer operating skills

Understanding of Microsoft Office Suite (Outlook, Word, Excel)

Managerial Responsibility

No supervisory / managerial responsibilities

Other Skills and Abilities

Thorough knowledge of credit union policies, procedures and regulations

Ability to identify lending opportunities and make recommendations.

Ability to cross-sell financial services of the credit union to create exceptional member service

Ability to perform financial calculations

Ability to communicate effectively and persuasively using written and verbal communication

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently

Ability to stand, walk, kneel and crouch occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance Vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally

Environmental

There are no unusually environmental factors

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

Mountain America Credit Union is an EEO / AA / ADA / Veterans employer.

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